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Detail Form
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1.
Which one of the following is the BEST description of a service level agreement (SLA)?
2.
Which one of the following is NOT part of the service design stage of the service lifecycle?
3.
Which one of the following activities are carried out during the "Where do we want to be?" step of the
continual service improvement (CSI) approach?
4.
What is the name of the group that should review changes that must be implemented faster than the
normal change process?
5.
What should a service always deliver to customers?
6.
Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
7.
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
8.
Which one of the following is NOT the responsibility of service catalogue management?
9.
At which stage of the service lifecycle should the processes necessary to operate a new service be
defined?
10.
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?